Continuing healthcare:

Operational delivery

Operational delivery

We provide a substantial number of operational services, including full, end-to-end Continuing Healthcare services, large-scale operations and bespoke projects. Our offer encompasses:

  • The management and assessment of new applications for NHS Continuing Healthcare and Funded Nursing Care
  • Complex case management
  • Reviews of existing patients, all funder types (including section 117)
  • Retrospective reviews considering previously unassessed periods of care (PuPOC) and under New Periods (post April 1, 2013)
  • Appeals, disputes and complaints, including our work in stakeholder dispute resolution management
  • Procurement and brokerage of care
  • Direct support for people with Personal Health Budgets

We have provided these operational services for many years, including the delivery of challenging projects managing thousands of retrospective applications for CHC funding. We met every deadline while achieving the highest levels of quality assurance. We have refined and tested every part of the workstream, ensuring the right skills are applied at the right part of each process. We are very good at process stream-lining.

We support CCGs to meet the Assurance Framework requirements: these measures form part of the Quality National Premium data sets required by NHS England.

Data management and control

Strong systems of data management and control are essential in continuing healthcare, otherwise spend will be uncontrolled, visibility of patients and processes poor.

We have a long established and continuously developed database, Caretrack for all continuing healthcare and complex information. We also offer enhanced services, in combination with Caretrack, to optimise your data management and control.

About Caretrack

  • Holds 200 reporting fields, to collect and store every report and item of information relating to patients with continuing healthcare, funded nursing care and complex care.
  • Caretrack is a web-based system, so staff can input on the database when working remotely wherever they have internet access
  • The database is fully secure and GDPR compliant. There are different levels of access, so staff only see the information relevant to their role
  • There are no hardware requirements for your trust, nor any requirement for integration with other local software systems
  • Your staff will be supported by the Caretrack Help Desk team: in-house specialists who can be contacted directly during all working hours, Monday to Friday

Control, quality and savings

  • Caretrack is a highly intuitive and user friendly, including for people with minimal IT skills and training. This is very important because your data quality depends on your staff being competent and confident with your database.
  • The reporting capacity of Caretrack is recognised as being a key strength and is essential, with all CCGs facing considerable reporting requirements.
  • There is capacity for 66 different types of report which can be run on Caretrack, easily and quickly, including ad hoc reports to meet individual requirements.
  • High data quality and control are known to produce very significant savings: we have consistently achieved savings of five per cent of annual domiciliary care budgets by verifying invoices against actual care provided
  • Caretrack will support your CCG to meet new Quality Framework requirements: key chronological points are monitored (checklist to DST within 28 days, reviews at three and 12 months) and reminders set to support your operational management of patients

In addition to commissioning Caretrack, enhanced services encompass:

  • Data cleanse of all your patient records before they are migrated to Caretrack to ensure all records are 100 per cent accurate
  • We can undertake payment of invoices to care providers
  • We can undertake checks with care providers to ensure invoices match the care delivered. This results in very significant savings (approximately five per cent of annual domiciliary care spend). There are often variations in care delivered, compared with invoices issued and without robust data and management, overpayment occurs

Audit, consultancy and education

We regularly carry out consultancy and audit projects which require independent and/or specialist expertise. Our clinical services team includes senior nurses with notable expertise in Continuing Healthcare, learning disabilities, mental health (section 117 reviews) and children’s continuing care, including individuals in transition.

We understand the need for high quality delivery leading to Board level assurance in CHC. Specifically, we can provide:

  •  Evaluation and assurance of the procurement process
  •  Evaluation and assurance of decision-making processes in CHC and complex care
  •  Evaluation and assurance of contractual compliance

Because we are the largest independent specialist in CHC and complex care, we can disseminate best practice from one area to another and in, for example, policy writing for your CCG.
We have developed our workforce to meet the evolving demands of both Continuing Healthcare and aligned services, for example, our Best Interests Assessor team and our Learning from Deaths Review Team.

CHC Educational Module

Our NHS CHC Two Day educational module has been attended by hundreds of NHS and social services professionals, together with our own staff, providing comprehensive training, bringing together people working in different interfaces of the health and social care sector. We are one of a very small number of services receiving third year student nurses for bespoke CHC placements (working with Wolverhampton and Oxford Brookes Universities).